Feature Enhancement and Scale Project - B2C
End-to-end UX design for service ticketing system
Scale the existing Technical Service Ticket Creation App for Desktop and Mobile that includes updated FDA PHI compliance rules without impacting current experience
Client
BD
Services
Product Design Front End Development
Industries
Healthcare
Date
Jan 2021
I implemented a Scalable Ticketing Hub featuring a "Universal Asset Selector" and a dynamic, context-aware form engine. This system uses visual guardrails and customized branding picklist to ensure users remain oriented, while the backend injects specific regulatory prompts based on the product’s FDA classification. This ensures that every ticket meets legal requirements without the user having to navigate separate portals. To ensure the interface remains uncluttered yet compliant, my design utilizes progressive revelation to surface brand-specific form components only when they become relevant to the user’s selection.
To ensure scalability without impacting existing users, the UI will remain "single-brand" by default for legacy accounts, only expanding to the multi-brand view when additional assets are detected. By decoupling the front-end aggregator from brand-specific databases, we can onboard new corporate acquisitions into the service flow seamlessly, maintaining a stable and compliant environment for our current user base.